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Return & Refunds
Returns
We hope you’ll love everything you order from us. If something isn’t quite right, you have 14 days from receiving your order to return any full‑price item(s). Please note: All sale items are Final Sale and cannot be returned. We ask that items are returned clean, unworn and have all their tags on.
Our returns are now fully digital
To ensure your return is valid and processed correctly, all mail returns must be registered through our digital return portal before being sent back. Returns that are not registered digitally cannot be accepted.
If you prefer to return your purchase in store, you do not need to register the return online.
You’ll find step‑by‑step instructions on how to register your return below.
If you’d like to access the return portal directly, you can do so here.
Return fee
A $5 return shipping fee will be automatically deducted from your refund for mail returns. This fee applies per order, not per prepaid label.
In-store returns
If you prefer, online orders may also be returned in one of our & Other Stories stores in the US. More information is available below. Returns made in store are free of charge.
Follow the steps below to return your online order by mail:
1. Click Start a Return below to begin your digital return.
2. Enter your order number and the email address you used to place your order.
3. Select the item(s) you wish to return and choose a return reason. Please note that faulty items should not be registered digitally. Please contact Customer Service for direct assistance.
4. Create your prepaid USPS return shipping label. You can either print the label at home or use the QR code at any USPS location to have the label printed for you. You’ll also receive an email confirming your return, including your QR code and a link to download your label anytime.
5. Drop off your package at any USPS location.
Start a Return
Using our prepaid USPS label ensures your refund is protected in the event of loss during transit.
Once your return is received, please allow 3–7 business days for processing. You’ll receive a confirmation email once your return is accepted, and your refund will be issued to your original payment method, with the $5 return shipping fee deducted.
Online orders may be returned free of charge at any & Other Stories store in the United States.
If you choose to return your item(s) in store, you do not need to register your return online.
How to return in store
To return your online order in store, please bring:
- Your email order confirmation (e‑receipt)
- The item(s) you wish to return
Important Information
Refunds are issued to the original payment method only.
We do not offer direct exchanges. If you wish to exchange an item, the original item must first be returned for a refund, and the replacement item must be purchased in a separate transaction.
Items purchased from retailers other than stories.com cannot be returned in our stores.
Returns must be made within 14 days of receiving your order and must meet the return conditions outlined in the policy below.
We hope you’ll love everything you order from us. If something isn’t quite right, you have 14 days from receiving your order to return any full‑price item(s). Please note that all sale items are final sale and cannot be returned.
Read more about our return conditions below.
Return conditions
All returned items must be:
- Clean, unworn, unwashed, and undamaged
- With all original tags attached
- Shoes returned in their original shoebox
Items that cannot be returned (unless faulty)
For hygiene reasons, the following items cannot be returned unless defective:
- Pierced jewelry
- Make‑up
- Skincare
- Swimsuits and bikini bottoms/briefs without a sanitary liner
Swimsuits and bikini bottoms/briefs may only be returned if the sanitary liner is intact.
Sale items
All sale items are final sale and cannot be returned or exchanged, either online or in store.
Items not eligible for a refund
Non‑faulty items that are worn, washed, soiled, damaged, or otherwise not in a condition suitable for resale will be returned to you without a refund.
Faulty tems
Faulty items are always eligible for return. Please contact Customer Service before returning your item, as faulty items cannot be registered through the online returns portal.
If something isn’t quite right with your in‑store purchase, you may return full‑price items within 14 days of the purchase date.
Please note:
- Returns must be made in store
- A refund will be issued to the original payment method
- Sale items are final sale and cannot be returned
Without a receipt:
Items returned without a receipt may be exchanged at the last sale price or the current selling price, whichever is lower.
Only items purchased at an & Other Stories store are eligible for store returns. Items purchased online or from other retailers cannot be returned in store.
We ask that items are returned clean, unworn, and with all their tags attached. Shoes must be returned in their original boxes. For hygiene reasons pierced jewelry, make-up, and skincare products cannot be returned. Swimsuits and bikini bottoms/briefs can only be returned if the sanitary liner strip is intact.
Naturally, any faulty items can be returned.
Any non-faulty items that are not in a condition suitable for resale (i.e., used, washed, soiled, or damaged), will not be refunded.
Please note, it can take up to 14 days to receive and complete your return. We always try to be as fast as possible, but during busy periods (such as gift giving holidays and sales) it can take a little longer.
Klarna
You will receive confirmation of your return booking within 14 days of returning it back to us. If you have not received your return confirmation from us within that time, please contact our customer service. All refund information will come directly to you from Klarna.
PAY NOW – You can expect to receive a refund confirmation email from Klarna soon after your return is processed, your refund will be visible in your bank account within 14 days but is usually much faster than this.
PAY LATER – You will automatically receive an updated Pay Later balance from Klarna once your return is processed, this will include any instructions on how to make your payment if you have a remaining balance.
SLICE IT – You will automatically receive an updated statement balance, when your return is processed, this will include any instructions on how to make your payment if payment is due.
*CA resident loans made or arranged pursuant to a California Financing Law license.
Paypal
You can expect to receive a refund within 14 days of sending it back to us. Once we have processed the return you will receive a return confirmation email.
Although fashion is meant to be available for everyone, some of our cosmetics classified as dangerous goods can’t be delivered to all locations due to transportation restrictions. E.g. nail polish, certain perfumes and nail polish removers as well as pressurized spray cans. At the same time, all our beauty items are tested to ensure that they are safe to use.
This label is used to inform the carrier that the package contains flammable substances and has special transportation requirements.
How to return dangerous goods:
If you wish to return items containing flammable substances, you need to be aware that there are special transportation requirements. Please follow these steps:
1. The product must be packed in a box with the LQ Dangerous goods label attached. If you use the original box, then the label is already attached. If you use a different box or the label is damaged, you need to print a new one.
2. Fill the box with paper or filler so that the product sits securely.
3. Follow the normal return procedure on your delivery note.
Please note, if you are making a return WITHOUT any dangerous goods, you must remove the LQ Dangerous goods label from the box.